文档介绍：酒店前台英语口语
在酒店里所使用的英语会话,基本上是属于商业英语,与日常生活会话中所使用的英语略有不同,较注重礼节。正式英语通常会让人误解为极艰深的英语,其实,只要套用一定格式的句子和单词,就可以了。例如:
非正式英语正式英语
What’s your name? May I have your name?
您贵姓? 请问您贵姓大名?
Do you want some tea? Could you like some tea?
您要喝茶吗? 请问您想喝茶吗?
Over here, please. Could e this way please?
这边请。请您往这边走好吗?
* 不要说OK, Sure, Yeah等等,而要说Certainly, Sir.
* Hey, uh-huh, Hang on 等等,也不适合在酒店中使用。
* 别说“I don’t know.”回答“不知道”是非常不礼貌的说法。
可以说“just a moment, please. I’ll check that for you.”(请稍候,我来帮您确认),然后请有能力处理的人前来协助。
* 对男性客人,尊称为Sir; 面对女性客人时尊称为Ms.
在招呼客人时,最好说“Excuse me, Sir(Ms)”, . 至于称呼小孩,可以直接使用Excuse me,但是不可以直接称呼boy或girl.
* 正视对方的眼睛,以显示出你的信心和诚意。但必须注意,注视对方的眼睛,并不是无理地盯着对方看。
* 在面对语言不通的外籍人士时,一定要多加利用手势和肢体语言。但是使用手势时要特别小心,因为对于不同国家、民族而言,手势的意义也大不相同。
(一)在正式的英语表现里,疑问基本句型可分为下列四种:
1. May I ~
2. Could you ~
3. Would you ~
I ~?
只要理解这四种基本的句型,就可以处理大部分业务上的状况。
,就使用May I ~
May I have your name, please?
请问尊姓大名
May I have your check-out time, please?
请问您什么时候结帐离开?
May I see your passport, please?
请让我看一下您的护照好吗?
May I know your nationality, please?
请问您的国籍是什么?
2. 麻烦客人时,可使用Could you ~
Could you fill out the form, please?
请您填写这张表格好吗?
Could you write that down, please?
请您写下来好吗?
Could you draft the fax, please?
请您写下传真的草稿好吗?
Could you hold the line, please?
请不要挂电话好吗?
,可使用Would you ~
Would you like tea or coffee?
请问您要喝茶还是咖啡?
Would you like to take a taxi?
请问您要搭计程车吗?
Would you mind sitting here?
请问您介意坐在这里吗?
** 只要在疑问词后加“Would you ~”,就可以提出大部分的询问。
When would you like to visit Kunshan?
请问您想要何时参观昆山?
When would you like to have lunch?
请问您想在哪里用餐?
What time would you like to eat?
请问您想何时用餐?
Who would you like to contact?
请问您想和谁联络?
Which kind of room would you prefer?
请问您喜欢哪一种房间?
How would you like to settle your bill?
请问您的账单如何处理?
How long would you like to stay?
请问您要逗留多久?
How many tickets would you like to buy?
请问您要买几张票?
、征求意见时,可使用Shall I ~ 或Would you like me to do ~?
Shall I draw the cu